Support Engineer I

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🕒 Julho 23

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Council on Legal Education Opportunity (CLEO)

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1 - 10 funcionários

Fundada em 1968

📚 Educação

🤝 Sem Fins Lucrativos

🌍 Impacto Social

Education • Non-profit • Social Impact

O Council on Legal Education Opportunity (CLEO) é uma organização nacional sem fins lucrativos estabelecida em 1968 com a missão de aumentar o acesso à educação jurídica para comunidades estudantis sub-representadas. Como uma entidade 501(c)(3), o CLEO está focado em preparar estudantes para ingressar com sucesso na faculdade de Direito e alcançar êxito na profissão jurídica através de vários programas de apoio. Estes incluem programas de pipeline pré-direito, preparação para o LSAT, apoio acadêmico e oportunidades de networking através da vasta rede de ex-alunos. O objetivo primordial do CLEO é promover diversidade, equidade e inclusão no campo jurídico, promovendo assim justiça social e igualdade na profissão.

Descrição

• Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions. • Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues. • Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage. • Analyze customer-reported issues, identify root causes, and provide timely, effective solutions. • Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs). • Document troubleshooting steps, resolutions, and customer communications accurately within support systems. • Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications. • Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources. • Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality. • Share knowledge and best practices with team members to continuously improve support effectiveness. • Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development. • Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy. • Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.

🎯 Requisitos

• Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience. • Strong customer service orientation with a passion for helping customers succeed. • Basic understanding of Windows and Linux operating systems. • Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting. • General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal. • Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH. • Strong written and verbal communication skills. • Ability to prioritize multiple issues and work effectively in a fast-paced environment.

🏖️ Benefícios

• Competitive compensation (range for this role is $65,000-$75,000) • Great Healthcare + Dental + Vision • Flexible PTO • Culture of support, encouraging Life-Work balance • 401k match • FSA and HSA options • Employee Assistance Program • Paid Parental Leave • Representing a company with 4,000+ clients and a 99% retention rate • Accelerated title and salary growth potential • A fun and energetic work environment that makes you excited to go to work every day